Hotel Guest Service Rep

Kinseth Hospitality Companies•Grafton, WI

About The Position

Provides customer service to hotel guests. The role greets and registers guests, assists with room assignments and keys, handles reservations and payments, answers questions about hotel services and local attractions, and communicates guest needs to the appropriate departments. It also supports guest safety, maintains accurate shift communication, and keeps the lobby and front desk clean and organized. Employees are expected to follow KHC policies and procedures, maintain a professional image, and report to work as scheduled.

Requirements

Ability to perform the physical demands of the role, including regularly standing, using hands to finger, handle, or feel, and talking or hearing.
Ability to frequently walk and reach with hands and arms.
Ability to occasionally sit, climb or balance, stoop, kneel, crouch, crawl, or smell.
Ability to occasionally lift and/or move up to 50 pounds.
Close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Follow proper safety precautions and applicable KHC policies and procedures.

Responsibilities

Greet and register guests, suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls in a warm and friendly manner.
Follow established security procedures, including fire and tornado procedures, key security, and guest privacy requirements.
Date-stamp, sort, and rack incoming mail, faxes, and messages.
Record and communicate guest special requests and problems to the appropriate department and ensure they are addressed in a timely and acceptable manner.
Answer inquiries about hotel services, guest registration, and local attractions, and provide travel directions.
Check out guests accurately and communicate departures to housekeeping staff.
Compute bills, collect payments, make change, and make deposits according to KHC cash-handling procedures.
Make, confirm, and cancel reservations by telephone, computer, and in writing.
Answer and route internal and external phone calls in an articulate and friendly manner using prescribed procedures.
Post charges, such as room, food, liquor, or telephone charges, to guest ledgers.
Deposit guests’ valuables in the hotel safe or safe deposit box.
Maintain the shift-to-shift log to support communication between shifts.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Follow KHC policies and procedures, including dress code, safety, and performance standards, and maintain a professional image and scheduled attendance.